{"id":132,"date":"2010-06-22T10:11:32","date_gmt":"2010-06-22T14:11:32","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=132"},"modified":"2022-04-19T16:28:27","modified_gmt":"2022-04-19T20:28:27","slug":"6-characteristics-of-an-effective-message-on-hold-script","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/6-characteristics-of-an-effective-message-on-hold-script\/","title":{"rendered":"6 Characteristics of an Effective Message On Hold Script"},"content":{"rendered":"<p>If you&#8217;re considering a <a title=\"Music On Hold by Easy On Hold\" href=\"https:\/\/easyonhold.com\/\" target=\"_blank\" rel=\"noopener\">custom-scripted music and message on hold audio announcement<\/a> on your telephone system, take a moment to ask yourself, &#8220;What do I wish to accomplish with my script?&#8221;<\/p>\n<p>Keep in mind that you only have the caller for a short time. You&#8217;ll need to be succinct and to the point. You&#8217;ll need to use &#8220;economy of words&#8221; while keeping the caller engaged. Rather than provide a list of &#8220;dos&#8221; and &#8220;donts&#8221;, I have compiled a list of six characteristics of a <a href=\"https:\/\/easyonhold.com\/solutions\/\" target=\"_blank\" rel=\"noopener\">message on hold<\/a> script that can keep focus where it belongs: on the customer getting a good impression of your company and a better idea of why calling was the right move.<\/p>\n<p><strong>Authoritative. <\/strong>Take pride in being the expert in the field\u2014the ultimate authority. The authoritative voice is reassuring and confident, but not boastful.<\/p>\n<ul>\n<li>You want_______ and we\u2019re committed to providing it\u2026<\/li>\n<li>Looking for _________? Turn to us, like more than 50 Fortune-500 firms did last year.<\/li>\n<li>We can give you the advantage\u2026<\/li>\n<li>When second-best is not an option\u2026<\/li>\n<li>When we started in (year), we set out to do things differently.<\/li>\n<\/ul>\n<p><strong>Compelling. <\/strong>Studies show that a well-crafted <strong>message on hold<\/strong> will make one minute seem like 40 seconds to someone waiting for their call to be picked up. The job of the <em>on-hold<\/em> content is to inform, yes, but its foremost task is to keep the caller from disengaging. Here are some ideas.<\/p>\n<p>Use a short, familiar phrase that quickly engages the listener.<\/p>\n<ul>\n<li>Ready, set\u2026<\/li>\n<li>Everybody likes\u2026<\/li>\n<li>Nobody likes\u2026<\/li>\n<li>The good news is\u2026<\/li>\n<li>The best of the best &#8211;<\/li>\n<li>Time flies when you\u2019re having fun \u2013<\/li>\n<li>Stop me if you\u2019ve heard this one \u2013<\/li>\n<li>Need to stand out in the crowd?<\/li>\n<\/ul>\n<p>Another way to compel the listener is to ask a question&#8230;<\/p>\n<ul>\n<li>Have you ever&#8230;?<\/li>\n<li>Remember when&#8230;?<\/li>\n<li>Have you hear the news&#8230;?<\/li>\n<\/ul>\n<p><strong>Conversational. <\/strong>Most people can spot a meaningless or manipulative presentation a mile away. A \u201cone-on-one\u201d, conversational tone can gain the trust of the listener.<\/p>\n<p><strong><em>Unreal Person (avoid) \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 vs.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Real Person (you)<br \/>\n<\/em><\/strong><\/p>\n<p>We\u2019ll be with you momentarily\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 We\u2019ll be right with you<\/p>\n<p>Thank you for your willingness to hold\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Thanks for holding<\/p>\n<p>All of you should know\u2026\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 You should know (one-to-one)<\/p>\n<p>Further, \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Oh, and one more thing\u2026<\/p>\n<p>Undoubtedly,\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Without a doubt<\/p>\n<p>It has come to our attention\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 We\u2019ve noticed<\/p>\n<p>In retrospect\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Looking back<\/p>\n<p><strong>Credible. <\/strong>Want to be credible? Be specific.\u00a0 In an effort to add real meat to the message, find some facts. See my previous post, <a title=\"Easy On Hold Music Message Credibility Sells\" href=\"https:\/\/easyonhold.com\/blog\/?p=130\" target=\"_blank\" rel=\"noopener\">Credibility Sells<\/a>.<\/p>\n<p><strong>Friendly. <\/strong>Over the 13 years we\u2019ve been in business, we\u2019ve often asked clients to describe the style or tone of their custom spoken message. The terms heard most often are, \u201cfriendly\u201d and \u201cprofessional\u201d. What drives this?<\/p>\n<p>It\u2019s not just the insipid brochure-talk and synthesized music that turn people off while holding. It\u2019s the very fact that they have been placed on hold. While standing in line at the bank, a man was overheard explaining, \u201cI called your bank and <em>you put me on hold<\/em>.\u201d He was angry to have been placed on hold. People want personal attention and they want it now. While the bank manager could not avoid the man\u2019s hold time, he could have had a voice on-hold that was so friendly and professional that the experience would have been at least tolerable for even the most irritable customer. Please watch for my upcoming post on this topic. Being friendly is critical&#8230; and we&#8217;ve got a lot to say about it. Stay tuned.<\/p>\n<p><strong>Helpful. <\/strong>Put more meat in your <em>message on hold<\/em>. When a caller is being helped, he\/she won\u2019t hang up. How can our script provide \u201chelp\u201d?<\/p>\n<p><strong><em>Frequently-Asked Questions<\/em><\/strong><\/p>\n<ul>\n<li>Hours<\/li>\n<li>Location<\/li>\n<li>How to find us<\/li>\n<li>Look for your copy of our newsletter<\/li>\n<li>Join our mailing list<\/li>\n<li>Discounts available<\/li>\n<li>Services<\/li>\n<li>Products<\/li>\n<li>Did you know?<\/li>\n<li>Website<\/li>\n<\/ul>\n<p><em> <\/em><strong><em>Solve A Problem<\/em><br \/>\n<\/strong>A caller may want to know, \u201chave I called the right place?\u201d It is reassuring to hear that my problem is about to be solved. One of the questions our sales staff is to ask the Easy On Hold client is, \u201cWhat problem do you solve for your callers?\u201d<strong> <\/strong><\/p>\n<ul>\n<li>Nobody likes a noisy neighbor. That\u2019s why you\u2019ll be glad to know our air conditioners have been rated the quietest brand 3 years in a row. (Notice the <em>familiar phrase <\/em>lead-in, the focus on <em>you<\/em> and the <em>specifics<\/em>\u20143 years! This is almost a complete paragraph\/segment. Just add a tease close such as, \u201cYou\u2019ll hear a lot more about the quiet air conditioner when we pick up the line in just a moment.\u201d)<\/li>\n<li>Identity theft happens millions of times each year. With Wachovia Bank\u2019s \u201cCrest Protect\u201d program, you\u2019ll be safe.<\/li>\n<li>Keeping your home\u2019s carpets clean isn\u2019t easy, especially in the winter. Fortunately, getting them to look like new again is easy.<\/li>\n<li>Will the new airline regulations cause you to change your travel plans? Pick up some great new travel tips on our website: Capital Travel dot com.<\/li>\n<li>Want to know how to get more miles per gallon? Clean filters and properly inflated tires can help, but for all around better performance, bring your car to the experts at Kyle\u2019s Garage for a tune up.<\/li>\n<\/ul>\n<p>I&#8217;ve shared with you some of the vast knowledge we&#8217;ve gained over years of working with thousands of music on hold messaging customers. There is a right way to do it. It is not as simple as it may seem. Work with an expert when it comes to properly handling your customers on hold. 70% of your callers will experience &#8220;on-hold time&#8221;. What they hear says a lot about you.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you&#8217;re considering a custom-scripted music and message on hold audio announcement on your telephone system, take a moment to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[12],"tags":[15],"class_list":["post-132","post","type-post","status-publish","format-standard","hentry","category-on-hold-messages","tag-marketing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 Characteristics of an Effective Message On Hold Script<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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